Call Reporting & Analytics
Calero leverages the power of intuitive technology and problem-solving people to simplify and inform. But when unique challenges arise or a problem calls for extra effort, rest assured that our people will roll up their sleeves and take care of it. Here are a few recent examples.
Solving Problems… and Saving our Customer’s Time and Money
Patrick, Customer Support Specialist
One of our government customers, running an on-premise call accounting software deployment, experienced a failure of the motherboard in the server hosting their software. The system crash required them to rebuild their Calero system on another server. Reinstalling the software was a relatively quick and simple process. Restoring all their organization, reports, and archived data was another matter. They did not have a recent database backup to draw from, and they faced the time-consuming task of reentering vast amounts of data. Fortunately, our Technical Support team was able to recover the customer’s data from the crashed server’s hard drive and restore it to the new VeraSMART system. This saved the customer hours of reloading data and reconfiguring their software with their CDR sources, organization, reports, archived data, and system preferences.
Helping our Customers Solve Problems… Before they Happen!
Eric, Customer Service Engineer
A major national retailer uses Calero’s call accounting software to help monitor and manage their wireline usage. Over Memorial Day weekend, while our customer’s offices were closed, someone hacked into their phone system, called out to an operator, and made several calls to Cuba totaling just over 3 hours. The customer didn’t know they’d been hacked until they received the phone bill…which included an extra $1,500 charge. That’s when the customer called us for help. Using their Calero call accounting system, we were able to determine what numbers the hackers were calling from and how they were getting into the system. The customer was able to lock down their phone system to prevent the problem from reoccurring. In addition, they were able to set up a VeraSMART email alert to notify them if anyone tries to make an operator-assisted call in the future – solving problems before they happen.
Solving a communication problem for a Cisco customer
Nancy, Customer Support Specialist
A mid-size insurance company with a Cisco voice system purchased and installed our call accounting software. They didn’t have a Cisco network engineer on staff, so when they discovered that their Call Manager Express was not communicating with our software, they called us. Fortunately I have some Cisco network experience and was able to help.
I used our remote troubleshooting tools to access their system and confirm priority settings for their routers. I found the problem and took steps to correct it. First, I updated their AAA server list in order to give VeraSMART the necessary communications priority. Then, I used Wireshark to determine that Cisco Access Control Lists were blocking traffic between the Cisco CME and the software server networks, and I recommended changes. The customer took that information to their reseller and got the problem resolved quickly.
Sometimes diagnosing the problem is more trouble than actually solving it. I was glad to be able to eliminate the troubleshooting distraction for both the customer and their Cisco reseller. They’ve got better things to do!
Problem Solved by Using the Right Report Template
John, Customer Support Specialist
One of our government accounts – a county courthouse – was using our “Incoming Call” reports to get the total number of incoming calls, but wanted to report on this information at the department level. I suggested that they try our “Call Summary by Organization” report and set the Call Direction filter to Incoming Calls only. The customer tried that solution and found that it provided exactly the information they needed.
Calero eliminates the distraction of manually processing wireless chargebacks.
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